Customer Support Executive

Our story: marketfeed. (YC S21)

Sharique Samsudheen

Sooraj E

1.5 million+ followers, 400k app users,

₹250 crore+

20%+ MoM

Who are we looking for?

🎯 You’re a Great Fit If You

• Have a fundamental understanding of the stock market, trading basics, and brokerage platforms (knowledge of options strategies is a plus but not mandatory).
• Are comfortable using basic customer support tools (experience with CRM tools like Zendesk or Freshdesk is an advantage but not mandatory).
• Possess exceptional written and verbal communication skills to simplify complex concepts.
• Are empathetic, patient, and excel at active listening to address customer needs.
• Have strong problem-solving and analytical thinking abilities.
• Demonstrate the ability to convert inquiries into paying customers by showcasing platform value.
• Are familiar with data protection regulations like GDPR and CCPA.
  

💬 Your Role & Responsibilities

• Customer Interaction: Handle queries related to trade automation, stock trading, and platform usage via chat, email, or calls. Resolve escalations professionally and educate users on automated trading benefits.
• Issue Resolution: Diagnose and troubleshoot issues efficiently. Escalate unresolved problems to the appropriate teams with detailed documentation.
• Knowledge Management: Maintain and update knowledge bases, help center articles, and internal documentation.
• Feedback Collection: Gather customer feedback, share insights with the product team, and recommend process improvements.
• Collaboration: Work closely with sales, product, and technical teams to ensure a seamless customer experience.
• Conversions and Onboarding: Convert potential leads into active users, assist with onboarding processes, and ensure smooth integration of trading accounts with the platform.
  

🎁 What’s In It For You

• Be part of a mission-driven team aiming to democratize trading and make it profitable for everyone.
• Flexible leave policy and working hours to ensure work-life balance.
• Competitive salary with benefits like health insurance, unlimited doctor consultations, and dental care.
• Opportunities for professional growth and exposure to cutting-edge trading technologies.
  

💬 Interviewing With Us - Hiring Process

• Screening Round: Initial conversations with a recruiter and hiring manager to assess skills, experience, and cultural fit.
• Technical Round 1: Hands-on assessment to evaluate problem-solving, CRM skills, and stock market knowledge.
• Assignment Round: A take-home assignment to demonstrate your practical skills and approach to support-related tasks.
• Assignment Review: A detailed discussion to review your assignment and assess your fit for the role.
  

Final Round with Founders